American Home Shield [AHS] review: Replacement of appliance

After more than a month after determining our Jenn Air range cannot be repaired and has to be replaced there has still been no resolution. I have spent literally hours on hold calling them. Yesterday, 2 hours and 21 minutes. Today, 3 hours and 10 minutes and counting. After initial reaching a representative, I am transferred to another department that handles these matters. That's when the exceptionally long wait on hold begins.
The following are copies of my correspondence to them...
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Bryan Holmes [protected] c
15215 79th Street NE [protected]@yahoo.com
Lake Stevens, WA 98258

August 1, 2020

[protected]

Ladies and Gentlemen:

I just got off the phone with a helpful person at American Home Shield who pretty much told me everything I already know. It was the same response last time I called… "it is under review." A recent email to you has not gotten a response either.

Nearly a month has passed since Pacific Home Appliance was here and said that our Jenn Air range could not be fixed and needed to be replaced. It marked the 4th time or more that someone has looked at our oven.

Today, we used the both the cooktop and the oven. The smell of propane from the oven was stronger than ever. The burner which has ignited propane leaking from the base flared up. It nearly caused a fire and did not immediately stop even after turning it off. We are afraid to use it further.

Pacific also determined that the oven hinges are broken and the oven door is not closing properly. I am sure that contributes to us smelling propane during baking. Odd that we don't smell propane when broiling; only baking.

I understand that you are trying to hold a previous contractor responsible. Pacific Home Appliance stated that the burner may have been irreparably damaged by the previous technician. When one of the burners would not light, the technician from NW Appliance Repair took a pliers and twisted the igniter toward the face of the burner. Initially, that seemed to correct the lighting problem, but may have also damaged it in doing so. However, I doubt you can hold them responsible for the oven issue.

The problem with the oven has not been resolved. The first technician that came from NW Appliance said, "I don't know anything about ovens." After providing them with our model and serial number, they ordered and then came and replaced the oven igniter. We hoped that that would rectify the problem of propane smell when baking. It has not.

The issue of who is responsible should not be our concern. I say good luck trying to recover anything from NW Appliance. It is my opinion that they should never have been one of your contractors in the first place. It is a small local company; they are difficult to contact and do not return calls. The ‘technicians' operate out of the trunk of their car, had limited tools, and carried no parts. Our tech was mostly non-English speaking which caused problems explaining the problem and understanding his response.

I am also looking forward to discussing the details of replacing our range. We are stuck with Jenn Air because we are limited to a downdraft exhaust. I am curious about installation costs, sales tax, etc. A new Jenn Air is not inexpensive.

I continue to see your television commercials that say, "You can be sure with the Shield." I hope that is true. I have recommended American Home Shield to friends; I hope I didn't do them a disservice.

Sincerely,

Bryan Holmes

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Bryan Holmes [protected] c
15215 79th Street NE [protected]@yahoo.com
Lake Stevens, WA 98258

American Home Shield

August 12, 2020

[protected]

Ladies and Gentlemen:

I wrote you last on August 1 and as of today I have not received a reply of any kind. I am enclosing a copy of the previous correspondence.

Over the last couple of days, I have spent an intolerable amount of time on hold trying to get a resolution on replacing our range. My call is always transferred to another department in charge of these matters.

Yesterday, I spent 2 hours and 21 minutes on hold until my cell battery gave up. At present, I have been on hold
1 hour and 20 minutes.

It will suffice to say that I am disappointed. What really pisses me off is hearing every so often, "Thank you for calling. Your call is very important to us". If it were, you would have somebody there to answer it. Or at very least, offer a call-back option.

I have been reading tons of reviews of your company. Many are favorable as my opinion was prior to this. I have been satisfied with previous service requests. However, there are literally thousands of negative reviews echoing my experience of being on hold for hours without having the issue addressed or resolved.

So, is this your business philosophy? If you make em wait long enough, they will go away?

I would appreciate hearing from somebody from your corporate side giving me a reason not to lodge a complaint with our state's Office of the Attorney General Consumer Protection Division or looking for some other legal remedy.

Furthermore, while reading reviews, I came across information that states you do not outright replace an appliance like our range at face value but cap the replacement at $3000. Replacement of our Jenn Air is closer to $4000 not including sales tax and installation. In our case, we have no choice but to replace with a Jenn Air. We are limited by the need to have a downdraft model and Jenn Air is the only manufacturer. At this point, I would be happy just to get the 3K.

I think you should say this upfront in your advertising not just we will repair or replace. I think this is deceptive.

I think it would be in your best interest to reply in some fashion. I look forward to hearing from you.

1 hour and 57 minutes…still holding!

Sincerely
Bryan H